ZWILLING UK Reviews 

Our Zwilling Kettle was adequate while it worked. It was very low powered so took a long time to boil. Then it boiled on and on after reaching 100 degrees filling the kitchen with steam so we invariably had to switch it off manually to avoid wasting energy. It looked nice, but for those reasons we didn't love it. Nearly 6 weeks ago, we were told the kettle had been recalled because the handle could fall off and we were instructed to cut off the power lead and provide photographs as evidence we had disabled it. We received an email on 14 April 2026 promising a refund within 3 weeks. After 4 weeks, we had no refund and no communication from Zwilling, so I contacted them. Worryingly, none of the contact links Zwilling provided in the emails or recall website worked, but I eventually found a phone number that did work. The customer service representative I spoke to seemed a bit bemused that I expected a refund within the 3 weeks stated in their email. Anyway, I was promised the refunds would be going out over the next week or so and ours would be among the first to be paid because of the date we contacted them. We're now nearly 6 weeks from the email that promised a refund within 3 weeks. I've got no refund and no further contact from Zwilling. Obviously, with customer service this bad I wouldn't recommend Zwilling to anyone. In my experience Bosch are pretty good for a similar price. Or the own-brand Lakeland kettle we got as a stopgap for a third of the price which we prefer to the Zwilling.

We bought an expensive kettle of £77,95 hoping for excellent quality. The kettle was subject to a recall in April. The recall was confirmed and fully processed on April, the 14th. Today is the 15th of May and we are still waiting for the refund! Unacceptable! We have reported Zwilling to the Trading Standard.

Do not buy a kettle or toaster from this company. After possibly 10 uses of the toaster it sparked and did not work again. Then I received a recall email about a defective handle on the kettle. I have had to send photos of all aspects of the kettle to get a refund which is still ongoing!

The products seemed ok, we bought a toaster and a kettle. The toaster isn't any better than a cheap one that's a quarter of the price - and the kettle recall. Well, that's just really poor. In line with others on here, we cut the cord, sent in the pics (rejected as I forgot to write the date on a piece of paper in the picture) took and re-submitted new pics. Not heard anything further. I thought Henkel was a reputable company, but if their customer service defines them then they're actually dreadful.

I purchased two kettles, both which have been subject to a product safety recall. As requested, I cut the power cable for both kettles and submitted the required evidence on 1st April. I was unable to submit both claims under one email address so I've had to ask my son to do one of the claims for me (which in itself is ridiculous). As of today, 12th May, i am yet to receive my refund and I am no further along in finding out when and how much it will be. Communication has been diabolical and having read the reviews from other customers I can see we are all in the same boat. The levels of incompetence of this company are really something. I for sure will never order anything from Zwilling again. Update as of 29 May 2026 - as per Zwilling's repsonse below I was to expecting a refund week commencing 25 May at the latest. I have not received any further correspondence from them. My claims were validated on 14th April. Simce then no one has been on contact and asked for bank information. This is a complete disgrace. I've never known a company to lie and deceive their customers like this. It is now 8 weeks since i was asked to cut my kettle cord. It shouldn't take this long. I will be contacting my credit card company as you've had enough time to resolve this

My kettle was subject to a safety recall and Zwilling promised a full refund. I submitted my claim on 1 April but, like other reviewers, 6 weeks later and I have still not received a refund. I cut the cord and provided the relevant photos and have received confirmation that my kettle was affected by the recall. However, no refund has been processed.

The way that Zwilling have handled the product recall is dismal. My first time purchasing Zwilling and it will be the last. In addition to the safety recall on the kettle, the toaster which I purchased at the same time also broke after a year. The products are poor quality and the customer service is unhelpful.

I have now resorted to submitting a claim to my credit card provider under Section 75 of the Consumer Credit Act. I suggest that others also consider this option.

Update 21 May: still no refund. Contrary to the responses which state “the process will be concluded very shortly”, Zwilling have now updated the timescale from 3 weeks to within 8 weeks. Zwilling have verbally admitted that they were not prepared for the high volume of claims, informing me that they received 15-20,000 claims at the start of the campaign. As other reviewers have commented, the refund process “is now beyond a joke”. I find it very frustrating that Zwilling’s standard response is to refer customers to the external third party. Zwilling chose to use a third party, Sedgwick, to act on their behalf and should take responsibility and provide compensation when that company fails to deliver.

As per the below reviews, our kettle was recalled due to recent incidences of the handle falling off and seriously harming/burning customers. We were told to cut the cord and send evidence, and have now waiting 5 weeks for any response concerning the refund. The person at Zwilling customer service recall line - Dan - is extremely unhelpful, doesn't seem to have any customer service training or care for the advice he gives or tone he uses. Please can the refund be handled urgently otherwise I will be escalating this further.

The blade of my small santoku knife cracked after about 3 years of use. Unfortunately that particular knife is not on sale any more. Customer service tried to offer me a replacement from a lower quality range but eventually they agreed to replace with a slightly larger knife from a slightly better range. I had to send the faulty knife back in the post at my own expense. When the replacement came it was the wrong knife! At least they did arrange and pay for that return and I now have a good new knife.

Email responses were fairly fast. For some reason they couldn't properly open my original email to them with photos of the faulty knife, so they knew there was a problem but weren't sure what it was. Overall I feel I am being generous in giving four stars, but I am pleased with the outcome so I decided to round up.

Kettle was recalled due to being unsafe, I was told to cut the cord and send photos with the date which weren't accepted by Zwilling. I then emailed as recommended with more photographs and two weeks later have heard nothing. This seems to be happening to others too judging by the reviews and is unacceptable. I've cut the cord on the dangerous kettle which I can't use and now it doesn't look like I will be getting a refund. Disgusting really.

They sent an email to say our kettle is dangerous and we needed to cut the power lead and send them photo proof to recieve a refund. We did this immediately and 6 weeks later we still have no refund!!
PLEASE AVOID GIVING THIS COMPANY ANY MONEY!!

Hello ZWILLING

I would to give you some feedback on the disgraceful way you have treated your UK customer base . It's has been nearly a month since you instructed people to stop using your kettle. You insisted on people cut the cord making the product unusable yet we are still no closer to a refund. The way this has been handed is embarrassing for you as a company. All trust in you as a company is being destroyed. I personally will never purchase another of your products. And i am sure a lot of other people will feel the same.if this was amazon or John Lewis it would of been dealt with .by returning the item and a refund given .a lot of people are still without a kettle and the complete lack of sympathy for customers who bought a kettle and toaster is a disgrace. You really need to sort this out .

Regards Paul

Purchased a kettle and toaster together, only for the kettle to be recalled shortly after. While they refunded the kettle, they refused to refund the toaster — leaving me with a standalone appliance that no longer serves the purpose it was bought for.

Customer service repeatedly hid behind “policy” rather than offering a fair or proportionate resolution. Disappointing experience from a brand that positions itself as premium.

FYI… Kettle recalled as very dangerous…!

I bought a kettle from these guys, they then emailed me to say it was extremely dangerous and I had to cut the cable in half and send in a photo for a refund. They then emailed to say I wouldn't be getting a refund. Despite destroying the kettle.

Worst kettle I have ever owned, extremely dangerous and cheap appliances - and very deceptive about allegedly not having the correct details in the photo they requested. They lied about what the photo request was, only saying after you have sent the photo in - that you did it incorrectly - and obviously I have thrown the kettle in the trash.

"Dear Arjuna Vishnu,

Thank you for your photo submission for the Zwilling Enfinigy electric kettle recall.

We have reviewed your photos and unfortunately, they don't match the requirements, and we cannot determine doubtless whether your kettle is affected. Reason: Photo submitted does not have the paper with your Email and/or Today's Date which are required for approval.

Please submit new photos by e-mail to zwillingkettlerecall***sedgwick***com following all guidelines. Please ensure you include your reference ID number from the subject of this email.

In any case, it is very important that you do not use the kettle any further

Kind regards,

The Sedgwick team on behalf of Zwilling."

IGNORED MY REQUESTS FOR A REFUND

I’m extremely disappointed with my experience with Zwilling.

I purchased a kettle and matching toaster together as part of a coordinated set. The kettle has since been recalled, which I understand is sometimes unavoidable. However, Zwilling has refused to refund the toaster, despite the fact that it was bought specifically to match the now-recalled kettle.

Had I known the kettle would be recalled, I would not have purchased the toaster at all. The two items were clearly intended to be used together, and the recall has effectively rendered the toaster pointless for me.

Customer service has stated they are “following instructions from Germany”, but this response feels dismissive and fails to take into account the broader impact on the customer. There has been no flexibility or goodwill shown in resolving what is clearly an incomplete purchase due to the recall.

I would have expected a company of this reputation to handle the situation more fairly and with greater consideration for its customers.

Very disappointing experience overall.

If you want, I can make a  shorter version or a  more aggressive one that pushes harder for action (sometimes useful if you want a response quickly).

AVOID AVOID. Bought kettle - and now recalled as dangerous as handle falls off apparently!! Will take a month to get money back and no compensation for inconvenience. Used to think they offered quality products / service - CLEARLY NOT.

Subsequently zwilling handlers decide my photos were not good enough but i had thrown the kettle away - so now no kettle and no refund what a total rip off !!!! AVOID ZWILLING

After contacting customer service to say the rubber from my saucepan handles was pulling away - as this is a safety issue can you please replace? They asked me to return item for inspection.
I did this (I paid for p&p) they confirmed they had received pan 16th February it is now 5th April and they still haven't replaced my pan or emailed with any news despite 17 emails to date!
I have another pan in the set that the same thing has happened to, they said please return it for inspection, are they kidding, at this rate I'll have no pans to cook with.
The set I bought was Zwilling simplify 5 pot set only £295 !!!! With a supposed life time guarantee (I still have the receipt).
The company is an absolute joke. Please, please don't buy from them unless you are happy to throw your hard earned £295 away.
Obviously they won't respond to this review as they don't respond to anything, just keep your pan, they must have quite a pile now, do you think they weigh them in for scrap?

Edited review - zwilling have now replaced the two faulty pans, just a shame it took 2 months and multiple emails.

Good morning, last week I telephoned your customer support line, to try and arrange a repair on my kettle that is under warranty, I registered the item with your extended warranty option and was sent the following registration number Your personal warranty code is: en-GBd5e41c25

During the telephone call the lady I spoke with in your customer service explained, my kettle product is being recalled for safety reasons, and to wait until today 1st April 2026 and check the website again, I have followed this instruction……… wow. The process is so ridiculous. I purchased the item like a few other items from your company zwilling as I like quality products, yes you pay more for these, but in return expect a quality product, and in the unlikely event the product fails and is under warranty, you would expect to get a quality hassle free after sales support service. As that’s why you pay more for quality products. And even if you do complete the ridiculous zwilling return process, you will wait weeks or even months for a refund. i cant use the kettle as it doesn't work, which i explained to your customer service lady last week.

However I have just found out, this is not the case with zwilling, so I request a better solution to my problem than the one on offer from you now.



Please can you let me know what the better resolution to my faulty kettle is please?

Carl wharf

Bought a zwilling kettle and it over-boiled .. Tried to return it via AO, who delivered it and they declined to help.
I binned it. I'd entirely forgotten about this fiasco until today, when I got an email saying there was a product recall due to a fault. Not exactly news, I told them this a year or 2 ago, and was ignored

I am so disappointed with how my warranty claim was handled.

I originally purchased two knives with the reassurance of a lifetime warranty, which gave me confidence in both the product and the brand.
When both knives began to fail meaning the handles literally started to disintegrate I returned it to the Zwilling store at Bicester village as it was the closest Myabi outlet to me and was expecting a like-for-like replacement, or at least a comparable alternative.

I found out after that one of my original knives had been discontinued,
I offered to pay the difference for a larger knife but Instead, I was sent a replacement that is noticeably smaller and, in my view, inferior in both size and overall feel. This does not reflect what I would consider a fair or equivalent replacement under a lifetime warranty.
While I appreciate that discontinued items can complicate matters, I would have expected better communication and a more reasonable effort to match or exceed the original product’s quality — particularly given my willingness to contribute towards an upgrade. I offered to pay the difference on multiple occasions as I am not happy with my replacement knife but they weren’t having any of it (which I find strange)

Overall, this experience has left me extremely disappointed in both the warranty process and Zwilling’s customer service.
In my view these knives are hugely overpriced and knowing what I know now would never have bought them in the first place.

I hope Miyabi will review how these situations are handled in future, as it does not reflect the premium reputation the brand promotes.

I have purchased the whole bundle of cordless mixer, blender, and chopper. When the chopper broke, I asked for a replacement under warranty. The communication was appallingly slow taking weeks and not addressing my enquiry for a replacement. In fact, the customer service rep started lying about the product being discontinued, while the same item (hand chopper) is still available to purchase online.